SAP Cloud Platform [SCP]

Providing development services to customers using the SAP Cloud platform to extend existing applications or develop new ones.SAP Cloud platform is an open platform-as-a-service providing unique in-memory database and business applications. Providing a rich set of application services. Enterprises can quickly build, extend, and integrate modern apps – simply.

Framework

Service ID

Contact

Service scope

Service constraints are defined by SAP and documented in service description document

System requirements

Web browser

User support

User support

Email or online ticketing support

Email or online ticketing

Support response times

For up to date SLA's for response time see T&C document - example SLA

User can manage status and priority of support tickets

No

Phone support

Yes

Phone support availability

24 hours, 7 days a week

Web chat support

Web chat

Web chat support availability

24 hours, 7 days a week

Web chat support accessibility standard

WCAG 2.0 AA or EN 301 549 9: Web

Web chat accessibility testing

SAP have an internal accessibility compliant plan and an Accessibility Competence Center.

Onsite support

Yes, at extra cost

Support levels

For up to date SLA's for response time see T&C document - example SLA

P1 Very High: An incident should becategorized with the priority "very high" ifthe problem has very serious consequencesfor normal business processes or ITprocesses related to core businessprocesses. Urgent work cannot beperformed.

P2 High: An incident should be categorizedwith the priority "high" if normal businessprocesses are seriously affected. Necessarytasks cannot be performed. This is causedby incorrect or inoperable functions in theSAP service that are required immediately

P3 Medium: An incident should be categorizedwith the priority "medium" if normalbusiness processes are affected. Theproblem is caused by incorrect orinoperable functions in the SAP service

P4 Low: An incident should be categorizedwith the priority "low" if the problem haslittle or no effect on normal businessprocesses. The problem is caused byincorrect or inoperable functions in the SAPservice that are not required daily, or arerarely used.

The service provides a technical account manager and access to Cloud support engineers

Support available to third parties

No

Onboarding and offboarding

Onboarding and offboarding

Getting started

The SAP Cloud platform has many resources to assist users - from a comprehensive "Getting started" guide, instructional videos on Youtube as well as community support.

Service documentation

Yes

Documentation formats

HTML

PDF

End-of-contract data extraction

Users can export their data using either database tools or the available APIs

End-of-contract process

The end of contract process is managed according to the T&Cs from SAP

Using the service

Using the service

Web browser interface

Yes

Using the web interface

The SAP Cloud platform is fully controllable through the Web interface - from this console all the services are configured, started and stopped.There is no limitation upon the service available from the web interface, except that which is enforced by security rules.

Web interface accessibility standard

WCAG 2.0 AA or EN 301 549

Web interface accessibility testing

All accessibility testing is done to meet the standards defined by SAP's accessibility standards which comply with WCAG 2.0 AA

API

Yes

What users can and can't do using the API

SAP provides both a set of standard and stable APIs but also a marketplace for customers and partners to expose their own APIs to their services. This can be found at https://api.sap.com/#/community

API automation tools

Other

API documentation

Yes

API documentation formats

HTML

PDF

Command line interface

No

Scaling

Scaling

Scaling available

No

Independence of resources

SAP does not guarantee the performance of the applications running on it's platform. Only that the resources subscribed to are available for use.

Usage notifications

Yes

Usage reporting

API

Email

Analytics

Analytics

Infrastructure or application metrics

Yes

Metrics types

CPU

Disk

HTTP request and response status

Memory

Network

Number of active instances

Reporting types

API access

Real-time dashboards

Regular reports

Resellers

Resellers

Supplier type

Reseller providing extra features and support

Organisation whose services are being resold

SAP

Staff security

Staff security

Staff security clearance

Other security clearance

Government security clearance

Up to Developed Vetting (DV)

Asset protection

Asset protection

Knowledge of data storage and processing locations

Yes

Data storage and processing locations

European Economic Area (EEA)

EU-US Privacy Shield agreement locations

Other locations

User control over data storage and processing locations

Yes

Datacentre security standards

Complies with a recognised standard (for example CSA CCM version 3.0)

Penetration testing frequency

At least once a year

Penetration testing approach

Another external penetration testing organisation

Protecting data at rest

Other

Other data at rest protection approach

Other encryptionSecure containers, racks or cagesPhysical access control

Data sanitisation process

Yes

Data sanitisation type

Deleted data can’t be directly accessed

Equipment disposal approach

In-house destruction process

Backup and recovery

Backup and recovery

Backup and recovery

Yes

What’s backed up

Databases

Disk Snapshots

Backup controls

The users have no control over the backup process, it is automatic and scheduled by the platform.

Datacentre setup

Multiple datacentres with disaster recovery

Scheduling backups

Supplier controls the whole backup schedule

Backup recovery

Users contact the support team

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Data protection within supplier network

TLS (version 1.2 or above)

Availability and resilience

Availability and resilience

Guaranteed availability

SLAs can be found in the T&C documents from SAP.Commercial refunds are between SAP and customer.

Approach to resilience

Available from SAP upon request

Outage reporting

Service outage reporting is handled through the following channels1. Public dashboard - hosted on seperate infrastructure2. API3. Social Media4. E-mail